Service Designer: Transform Customer Support Journeys

OpenAI, Inc.; San Francisco (CA); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Relocation assistance

Hybrid work model (3 days in office)

Job summary

OpenAI, Inc. is seeking a Service Designer in San Francisco to improve how customers get help across OpenAI's products. You will own projects from discovery through implementation, researching needs, mapping support journeys, and leading cross-functional teams to implement changes.

You will collaborate with Engineering, Product, Support Delivery, and Operations to prioritize improvements and inspire adoption, with a hands-on approach and a focus on measurable impact.

Qualifications

• 8+ years of service design experience with ownership of improvements from research to implementation and evaluation.
• Bachelor's degree in Service Design, Interaction Design, HCI, Human Factors, or related field, or equivalent practical experience.
• Experience designing across customer touchpoints, internal workflows, and systems.
• Proven leadership of ambiguous projects spanning product, engineering, and support operations.
• Clear written, verbal, and visual communication to explain design decisions and align stakeholders.
• Hands-on approach with persistence to rollout, adoption, and evaluation.

Responsibilities

• Design, execute, and report on research to identify opportunities and drive improvements to OpenAI's support journeys.
• Collaborate with Engineering, Product, Support Delivery, and Operations to prioritize opportunities and enhance customer experiences.
• Present research findings and recommendations and partner with teams through execution.
• Own end-to-end research and operationalization, including stakeholder meetings, insights analysis, scoping projects, and leading execution.
• Map customer journeys across product and support interactions, suggest enhancements, and lead the team through operationalizing insights.

Skills

Service design experience

Stakeholder management

Qualitative research

Cross-functional collaboration

Communication skills

Rollout and evaluation

Education

Bachelor's degree in Service Design, Interaction Design, HCI, Human Factors, or related field

Job description

OpenAI, Inc. is seeking a Service Designer in San Francisco to improve how customers get help across OpenAI's products. You will own projects from discovery through implementation, researching needs, mapping support journeys, and leading cross-functional teams to implement changes.

You will collaborate with Engineering, Product, Support Delivery, and Operations to prioritize improvements and inspire adoption, with a hands-on approach and a focus on measurable impact.